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27 days old
2018-04-242018-05-24

Call Center Manager

Croop LaFrance
Oklahoma City, Oklahoma 73145
  • Job Type
    Employee
  • Job Status
    Full Time

Call Center Manager

Location: Tinker Air Force Base, Oklahoma

 

About Croop-LaFrance, Inc.

Croop-LaFrance, Inc. is a tribally-owned IT services company and a wholly owned subsidiary of Oneida Technical Solutions, LLC. Headquartered in Upstate New York, Croop-LaFrance, Inc. is a small disadvantaged business with substantial past performance providing IT-related services and solutions to the federal government and Department of Defense, including the U.S. Air Force and U.S. Army.

 

About Oneida Technical Solutions, LLC

Oneida Technical Solutions (OTS) is a tribally-owned 8(a) certified IT Network and Telecommunications Services company, wholly owned and operated by the Oneida Nation of New York through Oneida Nation Enterprises, LLC. Headquartered in Oneida, New York, OTS is the direct parent company of Croop-LaFrance, Inc.

 

About Oneida Nation Enterprises, LLC

Employing nearly 5,000 individuals across a variety of industries, Oneida Nation Enterprises (ONE) has established a multitude of sophisticated business enterprises, including the award-winning Turning Stone Resort Casino, a destination resort in Upstate New York (past recipient of Conde Nast’s “Most Excellent Resort in North America”) that has hosted major PGA TOUR golf events, and championship boxing events televised on HBO, ESPN and Showtime.

 

Serving the casino, retail, law enforcement and health care industries, ONE has deep experience providing IT services and support in highly complex, secure, and regulated environments. ONE provides turn-key IT support and service for the 2,400-acre Turning Stone Resort Casino, Yellow Brick Road satellite casino, the 12-store chain of SavOn convenience stores, three marina operations, in addition to the Oneida Indian Nation’s government programs and services, which include the federally recognized, CALEA-accredited Oneida Nation Police Department and the Oneida Nation’s Health Services Department, an Indian Health Services clinic.

 

Position Responsibilities

 

We seek a full time, on-site Call Center Manager to provide technical direction for IT support activities. Support will be provided to Tinker AFB, Oklahoma. The successful candidate will be customer-focused, responsive, reliable, and detail-oriented with solid managerial, communication, and problem solving skills.

 

  • Supervise all call center contract personnel engaged in the operation and support of base network users, in large scale/multi-shift operations

  • Train, coach, manage, and lead call center contract personnel as they provide exceptional support to customers

  • Lead team meetings to better educate call center contract personnel

  • Prepare reports and analyze call metrics to improve processes and reduce customer wait times

  • Reallocate call center contract personnel to better serve the customer and maximize efficiencies

  • Answer call center contract personnel questions and guide them through difficult issues with customers

  • Diffuse situations with any upset customers or handle issues that can't be performed by contract personnel

  • Follow instructions and pre-established guidelines (SOPs) to perform job functions

  • Ensure all contract personnel under span of control document problems to ensure timely resolution.

  • Ensure contract personnel in call center can assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software as needed

  • Serve as point of contact for troubleshooting network, hardware/software PC, and printer problems.

  • Offer assistance via remote desktop

  • Log and report data on the number and type of calls received

  • Identify, research, and resolve technical problems

  • Provide support to end users on a variety of issues

  • Respond to telephone calls, email and personnel requests for technical support

  • Perform other duties as assigned.

Requirements

Requirements:

  • Must meet DoD 8570 IAT Level II requirements (e.g., CompTIA Security+ CE Certification in good standing).

  • Must have an active Secret Security Clearance.

  • Minimum 6 years’ supervisory experience required.

  • Minimum 10 years’ IT customer support experience desired.

  • Experience with and knowledge of computer systems administration required.

  • Exceptional communications skills both or and written required.

  • Must have knowledge and experience with client hardware and software, including Windows 10.

  • Experience providing IT help desk services in a DoD environment preferred.

  • Helpdesk or call center experience required.

  • Working knowledge of Remedy Management System preferred.

  • Working knowledge of Call Management Software desired.

  • Experience working with Tinker AFB OK customers desired.

For consideration, please send resume, confirmation of active security clearance and a copy of certifications (with CompTIA Verification Code) to croopjobs@onenterprises.com.

 

Croop-LaFrance, Inc. is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law. 

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Call Center Manager

Croop LaFrance
Oklahoma City, Oklahoma 73145

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Call Center Manager

Croop LaFrance
Oklahoma City, Oklahoma

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